TY  - JOUR
AB  - Devising an internal communications strategy is probably the easy bit. Delivering it, especially in a service organization, is the hard part. Of course, it shouldn’t be that difficult for an organization that works like a well‐oiled machine, should it? Except that businesses are not like machines. They’re like human beings: organic, unpredictable, and with key working parts that aren’t entirely under your control. Instead of nice, uniform cogs that go round and round when you press a button – you’ve got people.
VL  - 5
IS  - 1
SN  - 1077-5730
DO  - 10.1108/10775730410493540
UR  - https://doi.org/10.1108/10775730410493540
AU  - Wallace Candy
PY  - 2004
Y1  - 2004/01/01
TI  - Service with a smile: a new perspective on internal communications
T2  - Handbook of Business Strategy
PB  - Emerald Group Publishing Limited
SP  - 111
EP  - 113
Y2  - 2024/04/26
ER  -